Call Center (Tier 1) Manager|Req#4648

Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Minimum five (5) years managing enterprise Service Desk or Help Desk operations.

Experience supporting Federal ITSM environments and performance-based service delivery.

Service Desk Operations

ITIL Service Management

Customer Experience (CX)

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Medical Insurance

Vision Insurance

Dental Insurance

The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries.

The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.

Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.

Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.